Application
This unit describes the skills and knowledge required to communicate and network with a wide range of people, internal and external to the organisation, to increase efficiency, build continuing relationships and improve sales.
It applies to individuals who are responsible for relationship development and may use a range of specialised and managerial techniques to engage with others.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Develop professional business relationships | 1.1 Conduct all dealings with clients, professionals and other third parties professionally in accordance with organisational policy and procedures, and legislative, regulatory and professional codes of practice 1.2 Develop and maintain positive relationships using organisation's social, business and ethical standards 1.3 Carry out dealings with colleagues, clients and other parties effectively and with respect to confidentiality 1.4 Adjust interpersonal styles and methods to needs and situation of other parties |
2. Build and maintain business networks and relationships | 2.1 Develop and maintain business and professional networks and other relationships to benefit organisation 2.2 Identify and cultivate relationships using business and professional networks to promote and market organisation 2.3 Expand and enhance reputation of organisation in cooperation with other professionals and third parties, and identify new and improved business practices |
3. Nurture relationships and build on referral business for the long term | 3.1 Follow up referral business using appropriate communication channels to find and secure new business relationships 3.2 Identify referral needs quickly and provide information about organisation’s relevant products and services 3.3 Organise interview with referral business where needs can be met, or identify other sources of information that may assist clients. |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.2, 2.2, 2.3 | Extracts and interprets relevant information from a range of structurally complex texts |
Writing | 3.1 | Produces a range of business documents according to organisational and regulatory requirements Uses clear and logical language and relevant terminology to convey ideas and advice |
Oral Communication | 1.2,1.4, 2.1-2.3, 3.1-3.3 | Initiates effective spoken interactions using appropriate listening and questioning strategies to establish information and interest from others Uses clear and detailed language to provide accurate advice and support to others |
Numeracy | 1.1, 2.3, 3.3 | Uses financial systems, interprets detailed financial texts and extracts relevant information for others |
Navigate the world of work | 1.1–1.3 | Follows legislative requirements, organisational protocols, policy and procedures relevant to own role |
Interact with others | 1.1-1.4, 2.1-2.3, 3.1-3.3 | Selects and uses appropriate conventions and protocols when communicating with business and professional networks, adjusting personal communication style in response to the values, beliefs and cultural expectations of others Collaborates and cooperates with others to build rapport and maintain business networks |
Get the work done | 1.1, 1.2, 2.1-2.3, 3.1-3.3 | Plans, organises and implements tasks to achieve organisation’s promotion and networking objectives Systematically gathers and analyses all relevant information and evaluates options to make decisions about building and maintaining business networks and relationships Uses digital technologies and tools to access, store and share information |
Sectors
Customer service